Shipping policy
Last updated: 2 November 2026
Free delivery
Delivery is free across the whole shop, with no minimum order. Every order is tracked: you receive a tracking number by email as soon as it ships.
Where do we deliver?
We deliver to France, Belgium, Luxembourg, Monaco, Germany, Austria, the Netherlands, Ireland, Spain, Portugal and Italy, as well as Australia and New Zealand. If your country is not offered at checkout, write to us.
Delivery times
Our products ship directly from our suppliers' warehouses. The times below include order processing and are given in business days:
- Bed, mattress and sofa (warehouse in Germany): 5 to 10 days in France and Europe.
- Ramp, folding car stairs and raised bowls (warehouses in France and Germany): 5 to 10 days in France and Europe.
- Harness, cushion and back seat cover: 11 to 14 days.
- Outside Europe: usually allow 11 to 14 days, sometimes a little more.
The delivery time for each product is also shown on its page, before you buy. If your order contains several products, they may arrive in separate parcels on different dates.
Customs outside the European Union
For deliveries outside the European Union (Australia, New Zealand), customs duties or import taxes may be charged by the carrier on delivery. They are paid by the recipient.
Delivery address
Please check your address carefully when ordering. If you notice a mistake, contact us as soon as possible: we can correct it as long as the parcel has not left.
Delay, damaged or lost parcel
If your parcel has not arrived by the end of the announced time, or if it arrives damaged, write to us at contact@kiveloshop.com with your order number (and photos if it is damaged). We will check with the carrier and offer you a solution: a new shipment or a refund. Your rights in case of delay are detailed in our terms of sale.